Client Solutions Representative, Export Strat NVO
CMA CGM

Job Info

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Led by Rodolphe Saadé, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world on five continents. With its subsidiary CEVA Logistics, a world leader in logistics, and its air freight division CMA CGM AIR CARGO, the CMA CGM Group is continually innovating to offer its customers a complete and increasingly efficient range of new shipping, land, air and logistics solutions.

Committed to the energy transition in shipping, and a pioneer in the use of alternative fuels, the CMA CGM Group has set a target to become Net Zero Carbon by 2050.
Through the CMA CGM Foundation, the Group acts in humanitarian crises that require an emergency response by mobilizing the Group's shipping and logistics expertise to bring humanitarian supplies around the world.

Present in 160 countries through its network of more than 400 offices and 750 warehouses, the Group employs more than 155,000 people worldwide, including 4,000 in Marseilles where its head office is located.

POSITION SUMMARY

This position receives incoming phone calls and customer driven email requests related to export bookings and documentation, performs research on complex issues, and provides information related to export shipments for strategically targeted NVOCC customers. The position also requires proactive communication to customers regarding situations which might impact their shipments or opportunities that could allow for additional business. The position works closely with all other internal departments, and requires associates who are passionate about customers, possess exceptional communication skills, and are able to generate innovative solutions to problems.

ESSENTIAL DUTIES / RESPONSIBILITIES

• Receive and respond to customer service requests for strategically targeted NVOCC customers which are received through the call center or email (NOVA) and related to export bookings, documentation, operational issues, or general information associated with exports. Coordinate with other internal groups as necessary in order to insure that customers' requests are addressed accurately and efficiently.
• Create and modify bookings based on customer requests received via telephone, utilizing corporate information, local tools, and third party data to ensure compliance with government regulations, company policies and Trade directives. Perform rate validation and auto-rating, and coordinate rate filing as necessary. Send booking confirmations to customers, adding any required details such as cut-off, earliest return date, and additional forms required to facilitate the shipment.
• Log all issues in NOVA with correct qualification in order to allow analysis on reasons for customer call/email requests.
• Contribute to completion of cross-departmental processes such as pre-sail changes of destination (COD) and container swaps.
• Proactively communicate to customers regarding problems related to shipments, schedules, etc., and identify effective and realistic solutions that meet customers' needs without jeopardizing the company's position. Escalate to management as necessary.
• Participate in departmental focus groups or task forces in order to generate and operationalize innovative ideas to improve the way CMA CGM carries out its business.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED

• Customer Service
• Basic Geography
• Ability to effectively communicate complicated scenarios with customers orally and in writing, including those for which English is not their primary language.
• Active listening, critical thinking and complex problem solving skills
• Must be able to prioritize work effectively and manage time efficiently
• Basic proficiency with MS Outlook, Word and Excel
• Demonstration of professional demeanor, positive attitude, and ability to manage stress through challenging situations

EDUCATION AND EXPERIENCE REQUIREMENTS

• High School Diploma or GED required.
• Associate's Degree preferred.
• No industry experience required.
• 1+ year of general experience required.
• Customer Service, Call Center, or Service Industry experience

Come along on CMA CGM's adventure! CMA CGM (America) LLC is committed to equal employment opportunity for all qualified persons without regard to race, color, religion, sex, national origin, pregnancy, age, sexual orientation, marital status, gender identity, veteran status, disability, or any other legally protected classification.

Nearest Major Market: Hampton Roads

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